MNC Global Customer Manager Grow Japan
- Military veterans preferred
2025-07-23 DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
London United Kingdom
Role Title: MNC Global Customer Manager Grow Japan
Location: Can be located anywhere in Europe
Overall Role Purpose: Develop and seek organic growth with special focus on Japanese customers outside and within Japan within agreed customer target portfolio on a regional/global level. Take accountability for the overall customer relationship and achieve profitable growth through proactive & strategic thinking.
Reports to: Head of MNC Europe, dotted line to Head of Sales Europe
Differentiator
Conduct market / customer evaluation to define strategic target business opportunities
Collaborate within internal Stakeholders of your unit and other DHL units to achieve a strong growth plan/actions
Conduct regular strategic relationship reviews with the active portfolio customers
Prepare & update customer strategies & customer account plans (CAP) accurately and on time
Make sure the CAPs are understood, used & updated by all team members in different regions/ countries as basis for account management
Conduct at least quarterly alignment calls with Grow Japan team and all regional/ country KAMs responsible for the account
Tasks and responsibilities
1) Pre-Sales
Thoroughly build & maintain relationship with the customer on a strategic & operational level
Stay closely aligned with other account managers for the customer (country KAMs, RKAM, CRM, x-BU)
Ensure regular visits with key decision makers/ influencers in respective region/ as CRM in all regions
Gather, listen and analyze the business challenges of the customer in the region/ as CRM globally to develop compelling solutions for them; engage sponsors/ sector heads/ others when needed
Drive growth targets by managing a healthy pipeline and proactive thinking
Drive assigned accounts with a true global mindset, ensuring all opportunities around the globe are captured
Initiate, plan & execute customer events to foster relationship building where suitable
Lead and direct regional and country resources in relationship building and targeting of opportunities
Align pipeline with CRM
2) RFQ/ opportunity related
Own and drive the tender process, ensuring there is a decision making capacity at all times and the final product is commercially viable
Develop solution design in close alignment with product & other functional teams (e.g. IT)
Review & sanity check pricing & completed customer templates as prepared by RFQ team prior to submission
Prepare and align presentation(s) to support the internal tender process
Review standard narratives for proposal by RFQ team
Create presentation & finalize RFQ document
Drive negotiation & finalization of contract and align with relevant internal decision makers
Participate in debrief analysis if required
Fully support other global or regional RFQs along all stages of the process to best ability
Ensure there is a common understanding of service expectations and solutions, both with the customer, the implementation teams and all countries involved
Oversee handover & implementation activities (driven by implementation teams) to meet customer expectations (SLAs and SOPs)
3) Account management
Decide when problems need to be escalated & make sure escalation happens in a timely manner
Identify & initiate process improvement initiatives jointly with the customer or internally
Provide guidance to after-sales manager (if applicable) on standard after-sales activities (e.g. reporting) and make sure customer experience with DHL is consistent & of a high standard
Check monthly customer KPI analysis & reports
Own preparation of customer QBRs & conduct QBR meetings
4) Sales performance management
Make sure that data in CRM tool & CAP is up to date
Participate in sales performance reviews on account level & implement corrective actions
Regularly review customer performance reports with internal stakeholders and initiate corrective actions in case data quality issues have been identified
5) Project development & marketing
Constantly build market & customer intelligence in line with procedures of respective growth area
Collect and consolidate customer intelligence & ensure that the knowledge is spread to other regions and countries as well as x-BU where appropriate
Work with the Sector teams to develop and expand the Community
Support project initiatives & events
5) Growth across selected countries in Europe
With focus on BC customers run data analytics and market evaluation. Define comprehensive growth plan for selected countries and target customers
Review and share growth plan/ target lists within your organization and across the globe. Where needed ensure an aligned x-BU customer approach
Get early buy-in of different stakeholder in your organization to ensure successful implementation of growth plan and new customer onboarding (impat, product, IT, senior mgt. )
Profile
Japanese language proficiency is a must have
High degree of self-confidence, initiative and commitment to customer satisfaction and commercial success
